Commercial Client Relationship Specialist

About Greenworks

Greenworks Tools leads the market in battery-powered outdoor power equipment designed for both DIY consumers and landscaping professionals. The company offers a broad portfolio of Greenworks branded and private label products, alongside items for an extensive OEM network. Its product line encompasses battery-powered tools across various voltages including 24V, G-MAX 40V, 60V, 80V, and commercial-grade 82V, as well as corded equipment and power tools that match the strength and performance of gas-powered alternatives without the typical downsides like fumes, noise, or pull cords. More information can be found at greenworkstools.com and greenworkscommercial.com.

Position Overview

The Commercial Client Relationship Specialist is accountable for providing outstanding customer support to commercial clients such as distributors and dealers, alongside internal partners. The role manages the entire order journey from receipt to invoicing, acts as the main communication point for client inquiries, and partners with multiple teams to guarantee precise order processing, prompt fulfillment, and excellent customer satisfaction. This position is located in Mooresville, NC.

Key Duties and Responsibilities

• Manage distributor and dealer orders in SAP, handling all steps from receiving orders to invoicing.
• Coordinate customer order facilitation and track order completion to ensure deliveries occur as scheduled and without errors.
• Precisely input, verify, and process customer orders, ensuring comprehensive and accurate information.
• Monitor Salesforce for failed orders, rectify issues, and release orders to SAP accordingly.
• Collaborate with warehouse, shipping, logistics, and supply chain teams to tackle order, shipment, and inventory problems including managing returns (RMAs) through SAP.
• Act as the primary liaison for commercial customers concerning order status, product availability, delivery timelines, and account questions.
• Communicate proactively with customers and internal teams about order updates, delays, backorders, and alternative options.
• Investigate and resolve customer complaints by developing solutions with a customer-centric orientation.
• Respond courteously and promptly to incoming customer calls.
• Administer the GWC Program inbox; process and track program claims while coordinating with Finance for approvals and payments.
• Generate and distribute a variety of order documentation and reports such as status updates, backorder lists, shipment schedules, invoices, credit memos, customer feedback, and fulfillment metrics.
• Maintain meticulous records of customer interactions, orders, claims, and complaints.
• Build and nurture strong relationships with distributors, dealers, and key commercial customers.
• Work cross-functionally with Sales, Finance, Customer Service, IT, Salesforce administration, and Supply Chain to resolve issues and enhance customer experience.
• Support Sales in accurate forecasting and inventory planning.
• Identify and drive process improvements to raise efficiency and minimize manual tasks.
• Partner with IT and Salesforce teams to fix website and Dealer Portal data inaccuracies.
• Manage promotional giveaway items through Salesforce.
• Participate in daily and weekly cross-functional meetings, including Finance payment reviews.
• Engage in ongoing training to remain current with company systems, processes, and policies.
• Assist other departments during busy periods and contribute constructively as a team member.
• Operate independently, exercising sound judgment, and seeking help when necessary.

Qualifications and Experience

• High school diploma or equivalent is required.
• Exceptional attention to detail.
• Effective presentation and communication abilities.
• Demonstrated capability to access decision makers within client organizations.
• Strong organizational and time management skills.
• Commitment to continuous learning and skill enhancement.
• Quick decision-making skills and the ability to think on one’s feet.

Equal Opportunity Employment

Greenworks is an Equal Employment Opportunity (EEO) employer committed to providing fair opportunities without discrimination based on race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, disability (per ADA), or any other protected status.